I booked a pick-up today between 4pm-8pm. I conversed with a representative to set it up.  I requested an Up Front Price Quote online and she emailed me for more information.  I sent her the information she requested regarding what type of sectional the item was AND sent a photo upon her request.  I stated it was a 2 piece sectional with no sleeper inside and would not need to be disassembled because we would detach the pieces prior to the pickup.  She then quoted me a price of $114 and I went online to set up the time and payment.  I reserved the 4pm-8pm time slot because of work. I received a phone call last night confirming my time slot, which was great. But when I was at work today, I happened to look at my phone and I had a text message from the Load Up driver saying "We are headed to get your couch. Should arrive in 45 mins".  It was only 12:30pm. So i texted back saying that I'm not available until 4pm, and my timeslot I booked was 4-8pm. They replied with "we will be there at exactly 4pm."  And when I asked if it showed I booked the 4-8pm slot,  they said yes and that many people prefer them to come early if they can, and that they're coming from Flint. But on the flip side, I'm sure many people book them around their schedules for when they'll be home. So if I happened to not be able to look at my phone for 45 mins, would they just have arrived, all the way from Flint, to no one being home? Then what? I understand if they want to ASK if they can come early, but do just that - ASK. Just found it unprofessional and unexpectedly stressful.  So it is 4:00pm and the drivers arrive for the couch. I then was told that its a big couch and may cost more, and THEN receive a call from Load Up saying that my couch was bigger than expected and that there will be an additional $90 fee. An ADDITIONAL $90, which is nearly the $114 UP FRONT price quote I was given and already paid. I told the representative that that was unacceptable because I provided all of the information that the representative requested AND sent a photo of the entire sectional. If I wasn't quoted the right price, I am not to blame for that and should not be required to pay almost double. She said she was sorry that I was not told that there may be additional fees and that because of the size and disassembly that was needed, there was an additional $90 fee. I asked her what disassembling she was referring to, and stated to her that there was absolutely no disassembling that was needed to be done, because we did it ourselves prior. She then just apologized  again about the fact that there was an additional fee and asked if I would be accepting to pay that. I told her absolutely not, that I sent in an actual photo of the sectional and I was not to blame. So finally she said she would talk to her manager and call me back, and then proceeded to call me back and rudely say, "There will be no charge." I said thank you and she hung up. The drivers remove the couch and leave and then I look in the hallway of my apartment building and the entire chair-rail board is torn off of the wall and is laying on the floor, with nails sticking up, and there is a giant black mark going down the wall next to the stairs on our white walls. I understand it is a large couch but these pieces were brought INSIDE my apartment with no damage to the walls whatsoever, so to see this damage was just the icing on the cake.   This entire event unfolded very unprofessionally on multiple levels and I unfortunately will not use this company again or recommend it to anyone. I wanted to make all of this aware to management so that things can be done to better the company so another customer does not have to go through this.